Box Office Manager - Arts and Entertainment - Student Life

The Department of Arts and Entertainment in Student Life at West Virginia University is currently accepting applications for a Box Office Manager.

About the Opportunity

The primary purpose of this position is to manage, direct and be accountable for the complex daily ticketing responsibilities and personnel for Arts & Entertainment. This position supervises the operations at the Arts & Entertainment Box Offices in the Mountainlair, the Canady Creative Arts Center Box Office and the box office phone center. This position is responsible for the ticketing management of all events, including The University Arts Series, arena concerts and family events.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 15 annual leave (vacation) days per year
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits (this position is a benefits-eligible, classified staff position)
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

Pay Grade: 16

What you’ll do:

Event Ticketing Management:

• Build events for sale on the Ticketmaster Host and Archtics ticketing systems.
• Manage ticket inventory for all events.
• Manage comp ticket requests.
• Set up ticket sales on Ticketmaster Account Manager system.
• Set up and manage event parking sales at WVU Coliseum events (build event on Ticketmaster systems, coordinate with Athletics parking staff on lot opening, closing and staffing, provide cash bags and parking vouchers, reconcile parking sales after lot closes).
• Manage individual payment plans (customer account creation, order tracking, invoicing, payment processing, non-payment collection, account reconciliation, refunds).
• Disseminate ticketing information to staff and patrons.
• Manage patron accessibility needs.
• Serve as the group sales contact for all events.
• Serve as the primary contact between WVU and Ticketmaster for ticketing equipment and technical needs.
• Set up and tear down box office operations at remote locations (WVU Coliseum, Morgantown Metropolitan Theatre) as needed.
• Manage ticket stock inventory, box office supplies.
• Manage daily and weekly ticket sales reporting.
• Manage accessibility requests.
• Resolve ticketing complaints.
• Determine daily starting banks, manage distribution of starting banks and manage security of deposit bags for all box office locations.

Ticket Sales:

• Accurately sell subscription, individual and group tickets at any A&E Ticket sale location.
• Provide excellent customer service and accurate dissemination of information.
• Accurately address patron inquiries, complaints, and questions.
• Accurately process invoices, payment plans and payroll deductions.
• Assist patrons with special needs and ensure ADA compliance.
• Train, direct and evaluate student Ticketing interns.
• Process ticket refunds and/or corrections.
• Set-up ticketing hardware.
• Manage ticket stock and phone center/box office supplies.
• Analyze ticketing data to improve efficiencies and customer service.
• Maintain cash handling and box office security.

Financial Responsibilities:

• Secure and maintain accuracy of $5,500 imprest fund.
• Manage starting banks and money bags for ticketing and concession sellers.
• Audit ticket sales daily.
• Deposit daily cash revenue generated from ticket sales, concession sales, merchandise sales and advertising sales.
• Reconcile revenue transactions with Shared Services and resolve any discrepancies by working with appropriate personnel.

• Bachelor’s degree in business, accounting, communications, marketing, hospitality, or related field, or an equivalent combination of education and experience.
• A minimum of one (1) year of combined experience involving:
  • Event ticketing.
  • Customer service.
  • Cash handling.
  • Computer database, hardware and software.
  • Personnel management.
• Excellent customer service.
• Excellent verbal and written communication.
• Personnel management.
• Excellent negotiating skills.
• Ability to work independently to complete tasks without close supervision.
• Ability to manage multiple projects simultaneously.
• Good organizational and time management skills.
• Ability to forge and maintain productive working relationships to facilitate teamwork among divergent groups.

Preferred Qualifications:

• Master's degree in relevant field.
• Ticketmaster Host and Archtics proficiency preferred.

• Valid driver's license (required to drive between box office locations and to move equipment between venues).

Physical Demands and Physical Coordination:

• Must be able to lift 20lbs. (boxes of ticket stock).
• Must be able to pull or push 150 lbs. (carts loaded with ticket printers and computer terminals).
• Must be able to stand for long periods of time (5 hour shifts in the box office).

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.

From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.

Creating an inclusive, engaged, and dynamic learning environment is core to WVU’s academic mission. We welcome candidates who can contribute a range of ideas, approaches and experiences.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.